Writing in Response to Complaints & Feedback
How we handle the complaints and feedback that flood our inbox is a delicate matter that can either blow up badly or satisfy potential repeat customers. Here’s how you can do it.
Course Code/ID: CRS-N-0031733
"Every time you engage a stakeholder, you are representing your organisation. When that encounter is in writing, the possibility for miscommunication multiplies. Add to that a robust social media and one false step in your written reply can live on in the virtual space in perpetuity. Learn how to manage your stakeholders in writing and turn a potential public affair nightmare into a positive spin on your company's image."
In an age of mobile devices, ready internet access, and social media platforms, written communication has become faster and easier. Couple that with an increasingly entitled generation unafraid to voice their displeasure, and you will have an increasing number of public feedback.
How that is managed can become a public affairs nightmare or a stepping stone to a better spin to your organisation’s image. This one-day course will provide you with the skills and knowledge to successfully write business correspondences, particularly in reply to public concerns, ensuring clear and accurate communication.
The skills of effective business writing will be imparted. You will come to understand and appreciate the need to plan your writing, and use appropriate structure and logical argument in your documents, learn how to write with purpose and get the desired results from each piece of writing. Finally you will also learn how to develop a tone of voice that will portray a persona in keeping with the public image of your organisation.
After the workshop, you will be able to:
- understand the process of communication
- appreciate the writing process
- know the Principles of Good Writing
- develop a tone of voice in keeping with the organisation’s public image
- vet other people’s written communication based on good writing techniques
- explain and discuss the changes in other’s written work in a sensitive manner
Outline
- Introduction and Course Objectives
- Understanding the Communication Process
- Understanding the Writing Process
– How to use Voice and Tone - Structuring Your Writing with the Reader/Audience in Mind
– Apply different structures to different situations and purposes
– Understand that writing with the reader in mind is not a one-size-fits-all activity - Principles of Good Writing
– Avoid the passive
– Be positive
– Write concisely
– Avoid business clichés, useless words and jargon
– Simplify
– Use positive phrases that set standards
– Edit using review checklist - The Vetting Process
- Practice! Practice! Practice
– Discussion
– Rewriting poor samples
– Other practice activities to enhance knowledge of good writing
Who should attend?
Executives and managers who are required to respond to daily enquiries and feedback.
Methodology
Participants are guided through practical steps of the topic with a combination of short lectures, mini group exercises, individual exercises and feedback sharing sessions.
Trainer
Mrs Christine Leow is a passionate and dynamic trainer with nearly two decades of experience in the media industry who specialises in oral and written communication, public presentation, interview skills, and managing the media. Some of her clients include National Junior College, Hwa Chong Institute, Singapore of the Arts Singapore (SOTA), Republic of Singapore Navy, Land Transport Authority, National Environment Agency, Ministry of Education, and Maritime Port Authority.
She is currently a writer with clients that include Centre for Governance, Institutions and Organisations; NTUC; SingHealth; Science Centre Singapore; OOH Media; OKTO; Channel NewsAsia; CapitaLand; The Ascott Limited; The Shoppes at Marina Bay Sands; the ArtScience Museum; and Singapore Tourism Board.
Having spent her entire career writing for various platforms and varied genres, Christine has developed strategies to adapt her writing for different audience. She holds a Bachelor of Arts (Hons) in English Language from the National University of Singapore.
